Shift Lead - Customer Experience

Roles And Responsibilities – Shift Leads

The Shift Lead is responsible for supervising and guiding a team of customer service agents during a specific shift. They ensure operational efficiency, adherence to service standards, and delivery of high-quality customer support while acting as the primary point of escalation for the team.

Key Responsibilities

• Team Management & Supervision
• Lead and manage a team of Customer Service Representatives, ensuring all performance metrics (FRT, AHT, CSAT/NPS, Quality, Schedule Adherence) targets are consistently met.
• Supervise and guide agents to achieve performance targets and service level agreements (SLAs).
• Monitor agent attendance, adherence to schedules, and productivity during the shift.
• Provide real-time coaching, guidance, and feedback to agents to enhance performance.
• Assist in onboarding and training new team members as required.
• Facilitate the smooth transition of new agents by actively supporting their event handling, ensuring they quickly grasp comprehensive process knowledge.
• A Shift Lead must always be present on the floor during the shift.
• Maintain floor decorum and foster a professional work environment.
• Operational Oversight & Floor Support
• Ensure smooth execution of daily operations, including queue monitoring, call/event assignments in coordination with ENS, and workload distribution.
• Oversee Reach and Talk desk platforms, managing queues efficiently.
• Monitor real-time metrics such as call volume, wait times, abandoned calls, and service levels to maintain operational efficiency.
• For resolutions provided during the call, the Agent retains primary ownership. The Shift Lead is designated as the secondary responsible party for validating the resolution and ensuring proper process adherence.
• Proactively Logging in to assist all LOBs during high call volume.
• Ensure breaks are punched in by associates on Talk desk.
• Shift Leads must maintain a shift-end tracker capturing all delay reasons, including half-day instances and any reasons leading to excess AUX usage.
• Send the shift-end report to @GCC-ERS-ENS using the format in the attached tracker.
• Customer Service Excellence

• Ensure agents deliver high-quality customer interactions aligned with company policies and customer expectations.
• Handle complex or escalated customer issues as needed.
• Ensure 100% accuracy in documentation of regular agent audits, call dispositions, and customer interaction records while enforcing strict adherence to client-specific standards.
• Follow up on detractor cases and send appropriate communication to the concerned associate.
• Assist with escalation calls and emails, ensuring prompt resolution.
• Reporting & Documentation
• Generate shift reports, including key performance indicators (KPIs), service levels, and agent performance, for management review.
• Track and document operational incidents, escalations, and resolutions.
• Monitor the ERS Admin email distribution list and ensure timely action.
• Queue & Notification Management
• Actively monitor queues and notifications to ensure timely responses and prevent delays.
• Communicate critical alerts and updates to relevant stakeholders promptly.
• Coaching & Development
• Conduct coaching sessions for BQ associates when directed by Team Leads.
• Deliver real-time feedback to associates to drive performance improvement.
• Collaboration & Communication
• Serve as a bridge between management and agents to communicate updates, policies, and operational changes.
• Collaborate with Team Leads, workforce management, quality, and coaching teams to ensure smooth operations across all shifts.
• Continuous Improvement
• Identify opportunities for process improvement, enhanced agent efficiency, or better customer service outcomes.
• Provide suggestions to management for operational or workflow enhancements.
• Foster a culture of learning, collaboration, and continuous improvement within the team.